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What is an AI hallucination? Definition and pitfall to avoid
A hallucination is a factually false statement but formulated with confidence by a generative AI model. It stems from the statistical mechanism of generation: the model predicts the most likely next word, with no native capacity to verify. It is the main operational and legal risk of an enterprise AI deployment.
Hallucination is not a bug, it is a structural property of LLMs. Four mechanisms produce it. Excessive generalisation: the model extrapolates a plausible response from patterns seen in training, even when the precise topic was not covered. Interpolation between contradictory sources: the model merges diverging information into a smooth but inaccurate statement. Pressure to respond: without guardrail, the model prefers to generate a confident response rather than acknowledge ignorance. Temporal mismatch: models trained before a given date are unaware of subsequent developments (knowledge cutoff). Three factors significantly reduce hallucinations: use of inference-time retrieval (RAG or web search), explicit instruction to the model to flag uncertainties, and systematic human validation on outputs with stakes. None eliminates the phenomenon entirely. According to 2025-2026 benchmarks, the best models still hallucinate on 5 to 15% of complex factual queries.
Concrete example
Moffatt v. Air Canada case, February 2024. A customer queries Air Canada's AI chatbot on bereavement fare policy. The chatbot invents a retroactive refund procedure within 90 days, whereas the company's real policy requires booking at normal fare then refund request before travel. The customer follows the chatbot's instruction, pays the normal fare, and is refused the refund. He sues Air Canada before the Civil Resolution Tribunal of British Columbia, which condemns the company in February 2024 to honour the policy invented by its own chatbot. First major Anglo-Saxon legal precedent on the editorial responsibility of an AI chatbot.
See also
Further reading
Moffatt v. Air Canada, Civil Resolution Tribunal of British Columbia, February 2024
Sources
- Moffatt v. Air Canada, Civil Resolution Tribunal of British Columbia, decision of February 14, 2024 (2024 BCCRT 149). https://www.canlii.org/en/bc/bccrt/doc/2024/2024bccrt149/2024bccrt149.html
- AI Incident Database, incident #563, Air Canada chatbot hallucination, 2024. https://incidentdatabase.ai/cite/563